Job Description

Under broad supervision, designs, codes, tests, modifies & debugs computer software. Writes & analyzes programs of moderate complexity. Analyzes, researches, & resolves program or systems problems & develops program documentation.

*MUST BE LOCAL TO METRO ATLANTA AREA*

Position Responsibilities:

• Maintain, patch and update CISCO Meraki devices across the enterprise.

• Open ServiceNow tickets to track issues as needed and lead the troubleshooting effort.

• Coordinate with vendors and business teams to ensure timely resolution.

• Engage other DHS employees and vendors to troubleshoot and resolve wireless network issues.

• Escalate problems to other system support personnel and management when a problem is not easily identified and/or corrected in a timely manner.

• Resolve requests within SLA while providing the highest level of customer service.

• Follow up with customers to ensure issue has been resolved.

• Gain feedback from customers about service provided.

• Run ServiceNow reports as required or requested.

• Work with management to continuously improve the WiFi support process. 

Qualifications & Skills Required:

• Experience supporting Meraki devices in a remote environment.

• Prior Cisco WLAN experience.

• Thorough comprehension of fundamental networking protocols including TCP, STP, ARP, Ethernet, OSPF, etc.

• Hands-on experience with network technologies including firewalls, content filters, routing/switching, VLANs, and 802.11n/ac wireless.

• Experience supporting or testing LANs, VLANs, WLANs, VPNs, NAT devices, &/or DHCP servers

• Experience installing and troubleshooting WiFi networks.

• Strong customer relationship focus.

• Detail oriented with the ability to work independently and remotely.

• Excellent oral, written, and interpersonal communication.

• History of performing well under pressure.

• Detail oriented and well organized with the ability to multitask. 

• Experience with the ServiceNow ticketing system.

Education and Certifications

• Bachelor’s degree in computer science or related field OR an associate degree in computer science or related field with relevant work experience.

• CISCO Certifications.